Do you find that your business is getting more inbound calls than ever before? If so, you’re not alone. Inbound calling is on the rise, and businesses are scrambling to find the best way to manage it.
Inbound calling can be defined as any phone call that comes into your business from a customer or prospective customer. These calls can be sales calls, service calls, or even just general inquiries.
Inbound calls can be a great way to connect with new and existing customers. However, they can also be a major source of frustration if they’re not managed properly. Here are six tips for how to manage inbound calls so that they’re a positive experience for both you and your customers.
What Is Inbound Calling?
Inbound calling involves receiving phone calls from customers, clients, or patients. In many businesses, inbound callers are routed to a central call center where they can be helped by customer service representatives (CSRs).
In other businesses, inbound calls may be routed directly to the individual extension of the person being called. This is common in small businesses or when someone is expecting an important phone call (such as from a doctor or lawyer).
Why Is Inbound Calling Important?
Inbound calling is important because it allows businesses to interact directly with their customers and provide them with the assistance they need. It also provides businesses with an opportunity to upsell or cross-sell their products and services.
How Can I Manage Inbound Calling?
There are a few things you can do to manage inbound calling:
1. Have Sufficient Staff to Handle Call Volume
Make sure you have enough customer service representatives (CSRs) to handle the call volume. Nothing is worse than customers being placed on hold for long periods of time or being unable to get through to a live person.
When this happens, customers will often become frustrated and may even take their business elsewhere. To avoid this, make sure you have enough CSRs to handle the call volume during peak periods.
You may also want to consider using an answering service to triage calls during times when call volume is high. In doing so, you can ensure that all calls are answered in a timely manner and that customers are not placed on hold for long periods of time.
2. Employ Ongoing Training
It’s important to make sure that your CSRs are properly trained to handle inbound calls. This includes training on how to deal with difficult customers, how to handle customer complaints, and how to upsell or cross-sell products and services.
Ongoing training will help to ensure that your CSRs are providing excellent customer service and are able to effectively deal with any situation that may arise.
As a result of this, your customers will recognize that you have stellar customer service. And they’ll be more likely to do business with you in the future.
Not only that, they’ll be more likely to tell their friends and family about their positive experiences, which can lead to even more business.
3. Use Call Tracking
Call tracking is a tool that allows you to track and record phone calls for future reference. This can be useful for training purposes or for resolving customer complaints.
Call tracking can also help you to identify patterns in customer behavior. For example, if you notice that a certain type of customer frequently calls with the same complaint, you can take steps to address the issue and prevent future calls.
4. Use a Script
Using a script can be helpful for both CSRs and customers. A script can help to ensure that all the important information is conveyed during a call. It can also help to keep calls focused and on track.
In addition, a script can help to ensure that CSRs are providing consistent information to customers. This is important because it helps to build trust and confidence with customers.
5. Take Advantage of Technology
There are a number of technology tools that can be used to manage inbound calling. These include call recording, call forwarding, and call waiting.
Each of these tools can be used to help ensure that calls are handled in a timely and efficient manner.
6. Provide Incentives
Incentives can be a great way to motivate CSRs to provide excellent customer service. This could include offering bonuses for upselling products or services or for resolving customer complaints.
You could also offer gift cards or other prizes for CSRs who go above and beyond to provide outstanding customer service.
Incentives will help to ensure that your CSRs are providing the best possible service to your customers. And that they’re motivated to continue doing so in the future.
7. Hire a Virtual Assistant
If you don’t have the time or resources to handle inbound calls yourself, you can always hire a virtual assistant to do it for you.
Virtual assistants are highly skilled and can often provide a higher level of customer service than you could on your own. Plus, they’re usually much more affordable than hiring a full-time employee.
8. Offer a Toll-Free Number
If you want to appear more professional, you may want to consider offering a toll-free number for customers to call.
Toll-free numbers are typically seen as being more credible and trustworthy than regular phone numbers. As a result, customers will be more likely to call you if they know they won’t be charged for the call.
Inbound calling can be a great way to build relationships with your customers. By following the tips above, you can ensure that your inbound calls are managed effectively and that your customers are getting the best possible service.
If you’re interested in finding an inbound call center solution that meets your business’s needs, we invite you to contact us today. At ASPEN, we specialize in helping businesses like yours to find the perfect call center solution.
When you enlist our services, you can look forward to working with a team of highly skilled and experienced professionals who are dedicated to providing you with the best possible service.
We’ll work with you to create a customized solution that meets your specific needs, and we’ll always be available to answer any questions you may have. Contact us today to learn more about what we can do for you.
Call ASPEN Today for a Customized Inbound Call Center Solution
When you outsource your call center needs to ASPEN, you can rest assured that you’re getting the highest quality of service possible. Contact us today to find an inbound call center solution that exceeds your expectations.